Serve as the first point of contact for residential client queries via phone and email, ensuring timely and professional communication.
Build and maintain strong relationships with clients, clinicians, and internal stakeholders to support service continuity.
Triage shared inbox inquiries, provide updates, and ensure all client concerns are addressed and tracked to resolution.
Follow up proactively on missing reports, documentation, or service confirmations to maintain workflow accuracy.
Demonstrate excellent phone etiquette and a solutions-focused approach when handling client concerns.
Reconcile end-of-day operational reports and align clinician attendance with scheduling to ensure smooth service delivery.
Maintain task visibility, ownership, and workflow tracking across residential operations.
Coordinate with internal teams to resolve operational gaps, documentation issues, and scheduling discrepancies.
Verify service delivery against reports and process EPC and non-EPC invoices accurately and on time.
Maintain EPC summaries, validate resident data, and follow up on invalid or incomplete documentation.
Support residential billing readiness to protect revenue flow and reduce revenue leakage.
Review submitted expenses in line with company policy and coordinate approvals with the Operations Manager.
Update invoice trackers and ensure accurate financial record-keeping.
Proactively identify and resolve operational or client-related issues with minimal supervision.
Take full ownership of assigned tasks, ensuring deadlines and service standards are consistently met.
Contribute to continuous process improvements across client services and operational workflows.
Requirements
Minimum of 2 years of experience in client services, customer support, operations, or administrative roles (healthcare, residential, or service-based industries preferred).
Proven experience in invoicing, billing, or finance support roles.
Strong client relationship management skills with a professional and confident phone manner.
Experience handling shared inboxes, client queries, and stakeholder coordination in a fast-paced environment.
Proficiency in Excel, CRM systems, and invoicing or administrative tools.
High attention to detail with the ability to manage both client-facing and finance-related tasks.
Excellent organizational, communication, and problem-solving skills.
Reliable remote or hybrid work setup with stable internet and contingency plans for outages.
Proactive, accountable, and able to work independently while maintaining high service standards.